Seat maps that stall the booking
Passengers can abandon right after seat selection when premium and standard seats look identical.
For AirlinesEvery abandoned booking starts long before the payment page.
Every abandoned booking starts long before the payment page.
DeepSync shows you exactly where.
Booking a flight is a journey of decisions — searching destinations, comparing fares, choosing seats, adding baggage, and completing payment. DeepSync helps airlines understand the complete passenger booking journey so they can reduce abandonment and improve ancillary revenue.
Booking funnel analyticsSeat selection & ancillary insightsPassenger journey intelligenceEnterprise-ready in under 5 minutes
The challenge
Travelers don't abandon because they found a cheaper flight. They abandon because booking became frustrating.
Passengers compare multiple routes, flexible fares, baggage allowances, seat availability, and payment options before deciding.
Add-ons that reduce conversion
Baggage and ancillary fees appearing late can send travelers back to compare fares.
International bookings that fail more
Passport and visa fields can break on specific devices, quietly costing high-value bookings.
Mobile passenger details that trip up
Validation errors on mobile forms can end a booking the traveler intended to complete.
The solution
Where DeepSync helps
DeepSync helps airlines understand exactly where passengers lose confidence — before they book somewhere else.
Flight Search & Fare Discovery
The booking journey starts with search
Replay sessions to understand how travelers compare dates, routes, fare families, and flexible ticket options. Identify where search results create confusion or decision fatigue.
- See where fare comparison overwhelms travelers
- Identify confusing fare-family differences
- Improve the path from search to fare selection
Seat Selection & Ancillary Revenue
Ancillary revenue is critical for modern airlines
Understand how passengers interact with seat maps, baggage upgrades, meals, lounge access, insurance, and priority boarding. Optimize upsells without increasing booking abandonment.
- See where seat selection causes abandonment
- Identify which ancillaries convert and which don't
- Increase ancillary revenue without hurting conversion
Passenger Details & Checkout
Booking a flight involves passports, visas, and multiple passenger profiles
DeepSync identifies exactly where travelers struggle with forms, validation errors, and payment flows. Reduce friction while increasing booking completion.
- See where passenger detail forms cause errors
- Identify device-specific validation failures
- Reduce checkout abandonment
Manage Booking
The journey doesn't end after payment
Analyze how customers manage check-in, flight changes, cancellations, upgrades, boarding passes, and travel notifications. Improve self-service while reducing customer support volume.
- See where check-in and changes create support calls
- Identify friction in boarding pass and upgrade flows
- Improve digital self-service adoption
On the ground
What this looks like in a real week.
Airlines scenarios DeepSync teams run into — and how each one gets fixed.
01
Seat selection costs the booking
A full-service airline notices thousands of travelers abandon bookings after selecting flights. Session replay reveals passengers repeatedly zooming and switching between seat maps because premium and standard seats look nearly identical.
The airline redesigns the seat map with clearer pricing and availability indicators; booking completion increases 17%.
02
Hidden baggage fees reduce trust
A low-cost carrier sees unusually high checkout abandonment. Replay sessions reveal customers repeatedly return to compare fares after baggage charges appear only near payment.
The airline introduces transparent fare comparisons and baggage pricing earlier; checkout conversion improves significantly.
03
AI finds a mobile booking issue
A mobile app update causes a sudden decline in completed bookings. DeepSync AI identifies that passport number fields fail validation on certain Android devices because the keyboard automatically inserts spaces.
Engineering ships a fix within hours; mobile booking conversion immediately recovers.
04
Families struggle to sit together
A family booking four tickets repeatedly rearranges seat selections before abandoning. Session replay reveals the seat map doesn't clearly indicate which seats can be grouped together.
The airline introduces family seating recommendations; average booking value and ancillary revenue increase.
05
International travelers need more guidance
An international carrier notices higher abandonment on long-haul routes. Journey analysis reveals travelers repeatedly search for baggage rules, visa requirements, and transit information before leaving.
The booking flow introduces destination-specific travel guidance; international booking completion improves.
06
Frequent flyers can't find their benefits
Loyalty members log in before booking but often purchase standard fares. Heatmaps reveal travelers rarely notice loyalty perks, upgrade offers, or bonus mileage information.
The airline personalizes fare pages based on loyalty status; ancillary purchases and loyalty engagement both increase.
07
Online check-in creates support calls
Thousands of passengers contact support because online check-in appears unavailable. Replay sessions reveal travelers repeatedly attempt to check in before eligibility opens without receiving a clear explanation.
The airline redesigns the experience with countdown timers and eligibility messaging; support requests decrease substantially.
08
AI identifies payment friction during peak travel
During holiday season, booking conversion unexpectedly drops. DeepSync AI detects passengers repeatedly refreshing payment pages because confirmation takes longer than expected while availability is revalidated.
The airline adds real-time booking progress updates and reservation holds; payment completion improves despite heavy demand.
Built for this
Every feature, tied to a real workflow.
Session Recordings
Replay complete booking journeys from fare search and seat selection to payment, check-in, and post-booking management.
See the featureHeatmaps
See how travelers interact with fare comparisons, seat maps, baggage options, and payment screens.
See the featureAI Insights
Automatically identify recurring booking friction, payment failures, and ancillary issues across thousands of sessions.
See the featureUser Journeys
Visualize the path from search to seat map, baggage, passenger details, payment, and check-in, and know where bookings are lost.
See the featureConversion Funnels
Measure every milestone from flight search to online check-in, and understand where passengers drop off.
See the featureRage Click Detection
Detect broken seat maps, failed payment buttons, and booking errors before they impact thousands of travelers.
See the featureWhat leadership tracks
KPIs this team already reports on.
Search-to-booking conversion
Share of fare searches that result in a completed booking.
Booking completion rate
Share of started bookings that reach confirmation.
Ancillary revenue per passenger
Average revenue from seats, baggage, and add-ons per booking.
Seat selection rate
Share of bookings that include a paid or selected seat.
Mobile booking conversion
Booking completion rate on mobile devices.
Online check-in rate
Share of passengers who complete online check-in.
Who uses it
One tool, every team, different questions.
Digital Product
Optimize every stage of the booking journey, from flight search to check-in.
Revenue Management
Understand how pricing, fare families, and ancillary products influence booking behavior and total revenue.
Ecommerce
Improve direct bookings, checkout conversion, and mobile experiences using real passenger behavior.
Engineering
Replay booking failures, payment issues, and mobile bugs exactly as travelers experienced them.
Customer Experience
Reduce support requests by improving self-service booking, check-in, and post-booking workflows.
Marketing
Measure which campaigns generate passengers who actually book and travel, not just fare searches.
Leadership
Receive AI-powered summaries highlighting booking friction, ancillary performance, and revenue opportunities.
Fits your stack
Works with the tools you already run.
AmadeusSabreNavitaireStripeRazorpaySegmentZendesk
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FAQFrequently asked questions.
Travel, Hospitality & Real Assets
